Ground-Up Managed Field Service Program

September 1, 2009

A National Retail Client with over 500 locations sought improved comprehensive service of their Photo Center hardware systems.


The Challenge:

  1. Decrease cost of comprehensive service for wetlab printers, film developers, photo kiosks, wide-format printers, and other Photo Lab hardware.

  2. Decrease the down-time for all devices.

  3. Create a service environment fostering the development of client associates.


Retail Imaging Solution:

  1. Developed a Dedicated Field Service Team, whose members exclusively supported the client.

  2. Implemented an aggressive SLA for all issue types.

  3. Technical Call Center (TCC) resolved most issues without the need for an on-site visit by leveraging remote-access and diagnostic tools.

  4. Initiate a comprehensive Knowledge Base, continually updated and refined through feedback from all support channels.

  5. Control cost structure through creative internal and external sourcing of included replacement parts and assemblies.

  6. Leverage off-site small-device repair enabling efficient on-site resource deployment


Client Results:

  1. Saved 30%-40% on photo equipment monthly maintenance expenses.

  2. Resolve time decreased by over 40% with critical field service issues resolved 93% of the time within 24 hours.

  3. Technical Call Center resolved over ​80% of the issues on the first call, thereby not requiring a field service visit.





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